The Reason Kente Chose to Stay at a Particular a Chain

The reason Kente chose to stay at a particular a chain of bed & breakfast inns was because its website promises free breakfast ay any inn that did not offer a wake-up service. Yet when Kente stayed at one of the chain's inns, she was allowed to oversleep and missed an important sales call even though she had asked to be awakened at seven when she checked in. The inn manager told her that his hotel did not offer a wake-up service and apologized for her inconvenience. He did not offer her a free breakfast and Kente swore never to stay at the inns again. The chain of inns needs to:

A) Underpromise and overdeliver more services
B) Coordinate its external communications
C) Create more functional internal marketing channels
D) Use more centralization of service definition
E) Use transformational advertising